Founding Customer Success Manager
At a glance
Mid-level Customer Success role at Clera. Berlin · full-time · €60,000–€70,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide veterinary practices through onboarding, support, regular check-ins, renewals, and account growth
- Answer support tickets and remain the main contact for German-speaking veterinary practice customers
- Spot churn risk early, take retention action, and lead upsell or expansion discussions
- Turn customer feedback into clear input for product and engineering teams
- Create the customer success processes, playbooks, and resources the team will use
What you bring
- Native or C2 German plus strong spoken and written English for customer communication
- One to four years in customer success, account management, or a comparable customer-facing role
- Evidence that you have handled retention work and led upsell or expansion conversations
- Experience creating customer documentation, FAQs, or training materials
Who this fits
This role suits someone comfortable building customer success from scratch while personally covering the full customer relationship. You need fluent German for calls and written communication with customers, plus strong English. The position is full-time and on-site in Berlin, and visa sponsorship is unavailable.
From the employer
About the Role
This is a founding Customer Success Manager role at an early-stage healthtech startup serving veterinary practices in Germany. You will own the entire customer relationship from onboarding through renewal, and your work will directly shape how the company builds trust with a non-bilingual, German-speaking customer base. As the first dedicated CSM hire, you will define the processes and playbooks that the team grows around.
What You'll Do
Own the full customer journey including onboarding, ongoing support, check-ins, renewals, and expansion.
Handle support tickets and serve as the primary point of contact for veterinary practice customers.
Conduct regular check-in calls with customers in German.
Analyze churn signals and proactively intervene to retain at-risk accounts.
Identify and execute upsell and expansion opportunities across the customer base.
Collect and synthesize customer feedback to share with product and engineering teams.
Build and document CS processes, playbooks, and customer-facing resources from the ground up.
What We're Looking For
Native or C2-level German speaker; most customers are German veterinarians who are not bilingual, so fluent German is essential for all calls and written communication.
Strong written and verbal English skills as well.
1 to 4 years of experience in a Customer Success Manager, Account Manager, or similar customer-facing role, ideally in a SaaS or B2B environment.
Demonstrated track record of managing churn and retention, and running upsell or expansion conversations.
Experience contributing to or building customer-facing documentation, FAQs, or training materials.
Comfortable owning a broad scope end-to-end in an early-stage, founding-team environment.
Familiarity with SaaS metrics such as churn rate and NRR is a plus.
Background in or practical exposure to veterinary or healthcare settings is a strong plus.
Compensation & Benefits
Salary range: 60,000 to 70,000 EUR annually. Visa sponsorship is not available for this role.
Location
On-site in Berlin, Germany. This is a full-time, in-office position.
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